Senior Service Delivery Manager – Madagascar & Azerbaijan

About the role

We are looking for a proactive Senior Service Delivery Manager to lead end‑to‑end service delivery across projects in Madagascar and Azerbaijan. The role serves as the main point of contact for clients and internal stakeholders, ensuring high‑quality execution, client satisfaction, and operational excellence.

Key responsibilities

• Oversee delivery of services in line with SLAs, KPIs and project timelines.
• Maintain consistent service quality and adherence to organisational standards.
• Act as primary liaison for clients and internal stakeholders, building strong relationships.
• Lead and mentor cross‑functional teams in both countries, providing performance feedback and development support.
• Identify and implement process improvements and best practices.
• Manage resource planning, utilisation and risk mitigation.
• Handle escalations, resolve issues promptly and ensure compliance with governance frameworks.
• Prepare regular status reports, dashboards and performance metrics.
• Support project onboarding, transition and knowledge‑transfer activities.

Required profile

• Bachelor’s degree in Business Administration, IT or related field (Master’s preferred).
• 5–10 years of experience in service delivery, project or operations management.
• Proven ability to manage distributed/global teams and work across time zones.
• Strong communication, leadership and problem‑solving capabilities.
• Familiarity with SLA/KPI management and client engagement.

Required skills

• Agile methodology
• ITIL framework